The first distinction to make is that a low rating is not guaranteed to be an irrelevant rating, although it certainly seems like there are cases where this is true Hopefully we have some real data and research to back that up soon. The goal is to remove or reduce the effect of irrelevant ratings so that the buyer can be better informed through a fairer, truer rating.

The goal isn’t “remove all low ratings”, although that may be a side-effect

How we fix this going forward (for new ratings) will depend a lot on the data and research, but I think you’re asking how we fix this looking backward (old ratings). For old ratings, as discussed elsewhere, the first two things we’re looking into are ignoring all old ratings (both good and bad), and alternate algorithms.

If the data we collect strongly suggests we have a lot of irrelevant ratings (especially when looking at outliers — the 1 star rating on an item with heaps of 4-5 star ratings), we have a few strategies in mind that might help (encouraging a re-rating, for example), but the data will help us get a feel for the right direction here.

BrownHouseMedia said
Have you thought about throwing out the highest rating and lowest rating. Often that gets rid or outlying data.

There’s a heap of options. Statisticians are looking into this stuff for us

The main goal is: we need to know who give us low ratings and why, so that we can contact them (or make possible to be able to contact them) and let them know the issues were fixed and they can kindly fix the low rating as we fixed the theme issues, because low ratings damage sales pretty bad.

Low ratings have to have a good reason and they need it attached. It can be anonymous, but it has to have a reason and also we have to be able to see them and if the reasons are bogus i would really recommend a report button for the envato team to look it up.

duotive said
Low ratings have to have a good reason and they need it attached. It can be anonymous, but it has to have a reason and also we have to be able to see them and if the reasons are bogus i would really recommend a report button for the envato team to look it up.

+1. There should be a reason so we can help them fix their issue. How can we know anything to help if the buyer did not even complain a single word ? And also we need to know if the rating is reasonable or not, too.

And it’s not about 1-star only, even with a 3-star – why buyers just did not give us the reason and also a chance for us to know your problem and help you until you satisfy? Because they haven’t been encouraged to do that yet. That’s the point where the system should improve now.

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